Melbourne, Victoria, Australia
Currently working in the Digital Trust (Identity) team implementing the Ping Identity platform for clients.
Founded and incorporated a successful Melbourne-based Consumer Electronics and Appliance service company. Created and procured a fully automated, self-service online customer e-booking system. Implemented new training manuals, company procedures, and policies. Recruited, trained, and motivated 5 novice employees to competently perform fault diagnosis and repair of appliances. Initiated marketing campaigns to generate new business leads. * Conceptualised and managed the development and user testing of a web-based customer booking system which resulted in greater job-booking efficiency. * Implemented technical and skill-based training programs for new employees. * Instigated after-sales marketing initiatives that resulted in greater customer satisfaction, loyalty, and retention. * Liaised with multiple stakeholders to ensure the successful short and long-term operation of the business. * Successfully tendered for and won the installation work for a leading white goods retailer in Melbourne
Roles advanced throughout employment to increase in responsibility as a result of strong personal performance and achievements. Managed 16+ employees in three Departments; office, warehouse, and field. Introduced and enforced training and operation policies. Assisted in the development of a new company service in gas appliance repairs through international employee immigration and sponsorship. * Procured and implemented a New Customer Relationship Management System (CRM). * Worked closely with the Managing Director to improve overall productivity and efficiency of the business. * Managed and supervised three Departments (Field Service, Office, and Warehouse) concurrently. * Transitioned company from paper media advertising to online advertising platforms. * Company revenue increased by nearly 50 percent under my leadership * Resolved long-term divisions between Departments which were resulting in poor customer service. * Introduced and/or updated policies, manuals, and training programs that enhanced employee performance and development, highlighted occupational health and safety, and created a more motivated working environment. * Provided support, guidance, and direction in complaint handling and resolution. * Actively supervised, monitored, and trained employees and apprentices in all three Departments. * Initiated and successfully attained the company’s Australian Approved Business Sponsor for government-approved immigration and visas of skilled overseas employees.
Serviced and repaired electrical and gas home appliances including all major brands repaired including Bosch, Electrolux, Fisher & Paykel, LG, Miele, Samsung, Westinghouse and Whirlpool. Diagnosed and traced faults. Replaced worn and defective parts.